Patient Service Representative II

Solaris Health Holdings LLC•West Bloomfield, NY

About The Position

The Patient Service Representative II provides high-level customer service and non-clinical support to patients and visitors while serving as a resource to patient services staff on complex issues. The role coordinates front-office clerical tasks, including answering phones, greeting patients, scheduling appointments, and guiding patients through registration, intake, and checkout. It also supports accurate medical records, referrals, authorizations, and billing, and helps maintain a smooth flow of information between clerical and clinical staff. The position requires protecting patient confidentiality, following office procedures and compliance standards, maintaining supplies and equipment, and providing courteous service in a professional and timely manner. The representative may perform other position-related duties as assigned.

Requirements

High school diploma or equivalent required.
Minimum of 2–3 years of customer service experience required.
Ability to use computer programs and applications, including Microsoft Office.
Knowledge of healthcare systems operations and experience navigating electronic medical records (EMRs).
Ability to answer multiple incoming telephone calls.
Excellent organizational and multitasking skills, including the ability to perform well in stressful situations.
Customer-oriented approach and ability to remain calm in difficult situations.
Ability to work independently and manage multiple deadlines.
Ability to understand established office routines and policies.
Ability to maintain financial records and perform mathematical tasks.
Knowledge of medical terminology.
Excellent verbal and written communication skills.
Proficient interpersonal relations skills.
Basic knowledge of health insurance products, including HMO, PPO, HSA, commercial insurance, and Medicare.
Ability to use online health insurance portals to verify benefits.
Adheres to and supports assigned compliance and accreditation efforts, including OSHA, HIPAA, and CMS guidelines for Parts C and D, General Compliance, and Fraud, Waste & Abuse.
Complies with HR confidentiality standards.
Meets the stated physical demands for carrying, pushing/pulling, and lifting weights.

Nice To Haves

Some college work preferred.
Experience in a medical office preferred, specifically in urology.
Basic knowledge and understanding of CPT procedure coding and ICD-10 diagnostic coding preferred.

Responsibilities

Acts as a resource to patient services staff and provides guidance on complex issues or concerns.
Participates in problem-solving and identifies opportunities for improvement.
Welcomes and greets patients and visitors in person and by telephone.
Registers new patients and updates demographic, personal, financial, and insurance information.
Collects co-payments, deductibles, and outstanding patient balances.
Obtains referrals and authorizations when required.
Scans incoming faxes, consents, reports, and other patient information into patient charts.
Generates daily batch transmittal reports.
Facilitates patient flow by notifying providers or medical staff of patient arrivals, monitoring delays, and communicating with patients and clinical staff.
Schedules follow-up services and office visits, and may schedule surgery, diagnostic, and imaging services while ensuring proper authorizations are obtained.
Responds courteously to inquiries from patients, prospective patients, and visitors.
Maintains office supplies and equipment by anticipating inventory needs, placing orders, and monitoring equipment.
Protects patient confidentiality and secures protected health information, including logging off unattended computers.
Ensures proper handoff of responsibilities when tasks are completed.
Meets attendance and punctuality expectations for assigned shifts.
Demonstrates respect for the organization's commitment to cultural diversity through behavior, language, and actions.
Uses time and resources effectively.
Ensures medical records are accurate and complete.
Completes charge entry and documents appropriate procedures to support billing within 48 hours.
Performs other position-related duties as assigned.